Associate Software Support Specialist

Tyler Technologies, Inc.; New York (NY); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking an Associate Software Support Specialist to join their team. In this entry-level role, you will provide essential software support to clients, ensuring timely resolution of inquiries through effective communication and troubleshooting. You will analyze data, perform Quality Assurance testing, and continuously expand your technical skills and knowledge of the company's products. This position offers a unique opportunity to grow within a supportive environment while engaging with clients and enhancing your problem-solving abilities. If you are passionate about technology and customer service, this role is perfect for you.

Qualifications

• Bachelor's degree or equivalent experience required.
• Strong analytical and problem-solving skills are essential.

Responsibilities

• Provide inbound software support to resolve client inquiries.
• Analyze data reports and perform Quality Assurance testing.
• Communicate effectively with clients and manage expectations.

Skills

Interpersonal Skills

Problem-Solving Skills

Organizational Skills

Analytical Skills

Communication Skills

SQL Knowledge

Technical Troubleshooting

Education

Bachelor's Degree in Related Field

Tools

Microsoft Office

.NET Framework

Job description

The Associate Software Support Specialist will provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. This is an entry-level position, learning how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Associate Software Support Specialist is expected to continually grow and expand knowledge of the product.

Responsibilities

• Provides inbound phone, web or email software support to resolve client inquiries and problems which are easily solved.
• Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
• Determines whether to resolve issues personally or to refer to a more experienced team member.
• Reads and writes SQL to resolve basic issues.
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations. Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• May assist with writing estimates for software modification specifications and documentation of support processes.
• May submit client issues to the development team for resolution as needed.
• Performs Quality Assurance testing for software module upgrades/changes.
• Analyzes results to ensure that software performs as required.
• May create or enhance documentation throughout the support process.
• Commits to expanding technological skills and knowledge of the Tyler products.
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook, including Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Communicates professionally, clearly, and appropriately with clients and coworkers.
• Determines the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
• Solves problems effectively in an ever-evolving environment.
• Maintains an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
• Resolves issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
• Works effectively both independently and in a team-oriented environment.
• Effectively utilizes available resources.
• Accurately records all details and progress in incident tracking system(s).
• Proactively improves knowledge and develops analytical and technical skills.
• Please note that this role will require an 11:30 am to 8 pm EST shift.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• Excellent interpersonal skills.
• Effective decision-making and problem-solving skills involving troubleshooting basic to moderate issues.
• Strong organizational skills.
• Effective analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Exposure to relational databases or SQL desired. Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired. Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools a plus.